I am trying to login for the first time. Maybe that is why I can't even login. Maybe if I had a character, I would get stuck at the same step as you do.
I used Opera browser and its built-in VPN to buy and download the game. I tried nearly all servers on Proton. Doesn't work for me. Maybe your friend is getting his internet from another ISP. Thanks. I'll try more and then fill the form to get a refund probably.